Senior Robotics Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose intricate failures in robotic hardware, software, controls, Linux systems, and networks.

• Analyze logs, telemetry data, and system metrics to replicate failures and determine root causes.

• Troubleshoot issues with sensors, cameras, actuators, conveyor systems, PLC/HMI interfaces, and their calibrations.

• Develop API integrations and automate support workflows.

• Utilize GitHub and adhere to approved release protocols for software modifications.

• Employ AI agents for diagnostics, data analysis, scripting, knowledge retrieval, and documentation purposes.

• Validate AI outputs, troubleshoot interactions with agents, and ensure the protection of customer data.

• Lead high-severity incident calls, coordinate response teams, and confirm recovery processes with customers.

• Manage Salesforce cases and Jira issues, providing timely updates, clear ownership, and comprehensive evidence.

• Collaborate with Program and Project Management, Engineering, Supply Chain, and Customer Success teams to address technical risks and enhance customer satisfaction.

• Oversee Support, Field Services, and Deployment through commissioning and the handover of support.

• Coordinate safe recoveries, field work orders, parts replacement and replenishment, and corrective actions until completion.

• Communicate technical findings, customer impacts, and subsequent steps to both customers and leadership.

• Enhance restoration times, customer experiences, and reliability through measurable corrective actions.

• Mentor engineers while maintaining knowledge articles, standard operating procedures, and runbooks.

⛳️ Requirements

• Bachelor’s degree in Engineering, Computer Science, Robotics, or equivalent practical experience.

• Over 7 years of relevant industry experience.

• Minimum of 3 years addressing complex robotics or automation challenges in a customer-facing environment.

• Proficient in Linux/Unix administration and robotic hardware diagnostics.

• Skilled in network diagnostics, including TCP/IP, switching, routing, VLANs, DNS, VPNs, and firewalls.

• Experience in programming or scripting with languages such as Python, Bash, C++, Java, or similar.

• Familiarity with GitHub.

• Background in databases, SQL, log analysis, APIs, and AI agents or coding assistants.

• Experience managing Kubernetes clusters.

• Demonstrated ownership of escalations and successful collaboration across engineering and service teams.

• Ability to communicate clearly with customers, executives, and non-technical stakeholders in high-pressure situations.

• Strong analytical judgment, keen attention to detail, and effective prioritization in ambiguous and urgent scenarios.

• Expected travel is less than 5%; may increase to 20% or higher during training periods.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and continuous learning.

• Flexible work environment promoting work-life balance.

• Engaging company culture with team-building activities and events.